This is a remote position.
SUMMARY
The Level 3 Support Engineer serves as the highest escalation point for complex technical issues escalated by end-users and internal teams. This fast-paced role requires advanced troubleshooting expertise, strong communication skills, and a proactive approach to maintaining the stability, security, and efficiency of client IT environments.
JOB RESPONSIBILITIES
Incident Management
• Diagnose and remediate alerts from monitoring platforms.
• Troubleshoot and resolve complex hardware, software, and network issues.
• Respond to and resolve emergency outages according to established escalation procedures.
System & Security Maintenance
• Implement security patches and updates in alignment with internal security standards.
• Perform system updates including Server OS patches and firmware upgrades.
• Review, assess, and remediate identified security vulnerabilities.
Deployment & Configuration
• Support remote deployment activities including application installations and system configurations.
• Assist with after-hours infrastructure changes to minimize operational disruption.
Virtualization & Networking
• Troubleshoot and maintain VMware environments.
• Configure and manage VPNs, DNS, DHCP, firewalls, and routing rules.
Documentation & Communication
• Accurately document troubleshooting steps, resolutions, and processes in the ticketing system.
• Develop and maintain technical documentation for systems and client environments.
• Communicate complex technical concepts clearly to non-technical stakeholders.
Continuous Improvement
• Identify and recommend process improvements to enhance support efficiency and service quality.
Requirements
QUALIFICATIONS
Technical Expertise
• Strong knowledge of Microsoft Server, Active Directory, and related services.
• Experience supporting VMware hypervisors.
• Proficiency with Microsoft 365 and Entra.
• Familiarity with security vulnerability assessments and remediation practices.
Soft Skills
• Exceptional troubleshooting and analytical problem-solving skills.
• Strong written and verbal English communication skills.
• Ability to manage time effectively in a fast-paced environment.
• Professional demeanor and ability to remain composed under pressure.
• Capable of working independently with minimal supervision in a remote setup.
JOB REQUIREMENTS
• Should be willing to accept a long-term work-from-home arrangement.
• Should be amenable to a permanent night shift schedule.
Benefits
- Full Philippine Statutory Benefits
- 13th Month Pay
- De Minimis Allowance
- Night Shift Differential Pay
- Paid Time Off (PTO)
- Health Insurance
- Life Insurance (maximum of PHP 3M coverage)
- Company-Provided Equipment
